Snippets are stored as plain text using WhatsApp-style formatting markers (e.g. for bold). The email composer in Inbox uses a rich text editor, and there is no translation between the two. When an agent inserts a Snippet into an email via the / shortcut, the formatting markers are not converted — they appear literally as instead of rendering as Hi.

Make Snippet formatting channel-aware. When a Snippet is inserted into an email, supported formatting should automatically convert to the equivalent email rich-text formatting ( → Hi), and vice versa for messaging channels. Snippets should retain their intended formatting across all supported channels while adapting to each channel's formatting rules.

A support team handles both WhatsApp and email from the same Inbox and uses a shared library of Snippets for common replies. Today, every Snippet used in an email has to be manually reformatted before sending.